Enhance agent productivity & customer service with 3CX CRM Integration

38% of callers expect your service agents to know the context of their query and 73% of customers expect companies to understand their unique needs and expectations. Which is why experience remains the key differentiator between you and your competitors. The better the experience, the more likely a shopper is to remain loyal to your brand.

But a positive experience involves more than simply answering incoming calls.

Although it sounds like customers expect your agents to be mind-readers, the reality is you probably already have these insights locked away in your customer relationship management (CRM) system.

Please hold while I review your record

Your agents probably already rely on CRM to capture important information. Invariably there’s a lag while they search for the customer’s record. “Please hold while I review your record,” are words that infuriate time-poor consumers, tainting the rest of the interaction and driving down satisfaction scores.

But thanks to its CRM integration capabilities, 3CX can remove this step. Incoming calls are queried against the CRM database, popping up relevant records automatically on the agent’s screen. Automating this process ensures your agents have the right information to hand – and avoids annoying your callers by asking them to repeat details they supplied previously.

Unknown caller? Automatic contact creation

Where the call originates from an unknown number, 3CX can also automate the process of creating a new contact record. Having confirmed the number does not exist in your CRM system, 3CX pops-up the contact creation screen pre-filled with any known information - such as phone number - reducing the amount of manual input required. Automating this process ensures data is not lost or forgotten - as may be the case when agents have to manually create records after the call has been completed.

Don’t forget social media, website live chat and video channels

Although the telephone remains the go-to channel for many customers, others prefer text-based alternatives such as website live chat, Facebook messenger, WhatsApp or even video calling (which is why they’re included in 3CX!).

It’s important to capture the details from these interactions. With 3CX’s integrations you’re able to journal chat conversations from Live Chat, Facebook Messenger, WhatsApp and SMS, ensuring the customer record is kept up to date with every communication. In this way, your company can better ‘know’ every customer and their preferences.

Completely free

Integrating CRM with your contact center can be complicated and expensive – if you don’t choose 3CX.

3CX develops and maintains integrations for 10 of the most popular CRM systems – free of charge.

And even if your CRM is not on the list, you can probably still integrate 3CX using the supplied REST API.

Ready to get started? Learn more here.